BUSINESS PROCESS OUTSOURCING
BY JEFF FETTES, LAIVLY
ILLUSTRATION PROVIDED BY ADOBE STOCK
DO OFFSHORE BPOs HAVE A FUTURE? IN AN AI-FIRST, POLITICALLY VOLATILE ECONOMY?
Every few years, someone predicts the end of offshore BPOs:
• Sometimes it’ s when a new technology gains momentum.
• Sometimes it’ s when political pressure ramps up to“ bring jobs home.”
Today, both forces are happening at once. And at first glance, you might assume the combination makes offshore support less attractive.
The reality is more complicated. AI / more task automation makes onshore service delivery more efficient. But it is also making offshore delivery stronger and more capable. Their value doesn’ t disappear; instead, it shifts.
30 CONTACT CENTER PIPELINE
Here’ s why. Offshore BPOs benefit enormously from AI that is fast to implement, easy for agents to adopt, and customizable to the nuances of complex service interactions.
The future of BPOs isn’ t determined by where agents sit. It’ s determined by how quickly and effectively BPOs can adapt to a world where more interactions are automated, complex interactions continue to grow, and political pressure creates noise that does not always align with economic reality.
So, the key question isn’ t,“ Do offshore BPOs have a future?” It’ s,“ Which BPOs will evolve fast enough to remain essential in a blended human + AI service model?”
FROM LABOR ARBITRAGE TO AUGMENTED EXPERTISE
Before AI, contact centers had two basic levers for improving service:
• Hire more people.
• Improve training and processes.
...“ WHICH BPOS WILL EVOLVE FAST ENOUGH TO REMAIN ESSENTIAL IN A BLENDED HUMAN + AI SERVICE MODEL?"